Something's still amiss between Delta Air Lines and new corporate travel agency TripActions, but it's not bugging the latter's clients. A few said they were unaware of Delta's displeasure with how its products and services appear to them. While Delta apparently has not taken the step of inhibiting ticketing — something it has done multiple times with consumer online travel sites over the years — the issue could be a concern for potential clients of TripActions. On the other hand, there's a strong perception that TripActions is the solution for frustrating experiences with Concur Travel. That looks . . .

Jay Campbell in 2004 created travel business newsletter The Beat, in 2006 co-founded Travel Procurement magazine and in 2010 integrated them with Business Travel News. He served as editorial director until 2013. Jay made his travel industry media debut in 1993 at the Air Travel Journal of Boston while earning his undergraduate degree in journalism at Boston University.

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Jennie Robertson

I don’t understand what TripActions could be doing differently that Egencia, Concur or other TMCs aren’t also doing. TripActions’ platform can show Basic Economy and main cabin, but it seems most folks prefer it be suppressed. Personally, I’m for showing all inventory and let me control via policy which fares my travelers can or can’t book, i.e., display Basic Economy but don’t allow them to choose it.

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1 month ago

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David Bishop

Great article, Jay. I’ve not seen TripActions yet, but I’m a passionate believer that the UI/UX of any OBT needs to be consumer grade if it’s to be successful. I see so many tools where it’s clear that a) the UX has been designed by a developer or b) the engineering is historic and from an age where form didn’t follow function. Agility is the key here and it’s nothing to do with the size of the company. You only need to look at how Google delivers super elegant solutions compared to say Concur Travel, GetThere, etc.